Incident management software is used for IT service management (ITSM) wherein the IT team returns a service to normal as quickly as possible after a disruption, so that there is very minimal negative effort on business operations.
Following are some of the leading incident management solutions.
Zendesk is a suite of support solutions that aids transform customer service into agents for customer retention. It consists of request management, support, chat, call center solution and knowledge base modules that can be upgraded separately. This solution is affordable for a startup or small business to implement at once an industry-class help desk. It can be easily upgraded to more advanced tools like CSAT surveys, web SDK, IVR phone trees and answer bot. Zendesk Support puts all customer interactions in one dynamic interface for an efficient, seamless process. It can also be customized to fit your customer service workflows that you’re already using. It also provides customer satisfaction ratings and analytics via performance management reports and dashboards.
2. Jira Service Desk
Jira Service Desk is an incident management/help desk request tracker by Atlassian. With Jira Service Desk, it is easy to receive, track, analyze, schedule, manage, and resolve requests from your team’s customers. Customers can drive requests by email, a customizable help center, and an embeddable widget. Jira Service Desk plan, manage, organizes and prioritizes these requests in a single place, and keeps team on track with service level agreements.
Freshservice is a cloud-based IT Help Desk/service management solution that allows corporates to streamline their IT support operations. This product provides features that include a ticketing system, support tracking, self-service portal and knowledge-base. It also delivers a mobile app for iOS and Android that lets IT administrators to service requests remotely. Freshservice delivers ITIL-ready components that support IT Operations administrators manage assets, incidents, problems, issues, changes and releases. The Asset Management component of Freshservice, benefits organizations exercise control over their IT assets.
PagerDuty is a cloud computing company that provides a SaaS incident response platform for IT operations. PagerDuty is a leading end-to-end incident management/response platform that delivers developers, IT support operations, and business participants the insights they want to implement, resolve and prevent business-impacting incidents rapidly. This tool makes it easy to track your infrastructure, plan services, set up on-call schedules, establish escalation policies, create automated workflows, execute support task and alert the right people at the right time.
The Spiceworks IT Help Desk is purpose-built for IT pros, that helps to run a better internal IT help desk and a better business. It supports to start tackling tickets in minutes via on your server or in the cloud. It is more than just ticket tracking: understand team behavior and articulate value to the business.
Nub8 recognize how challenging it is to keep up with business technology – and yet your digital information and IT infrastructure are crucial for running your small business. At Nub8, we understand the challenges businesses face and offer a variety of budget-friendly managed IT services and tech support to help you save time, protect critical data, and use your time more efficiently. Nub8 expert managed IT services team will answer the questions you have and provide the service and support you expect.